Support Analyst
GeneDx
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $78,408 - $104,544 per year
Job Level
JuniorMid-Level
Tech Stack
ServiceNow
About the role
- Serve as the primary point of contact for incoming interface support tickets and client inquiries related to Epic AURA and/or P2P integrations.
- Monitor ticket queues (e.g., ServiceNow, Jira, or Salesforce) and triage issues to the correct internal teams or analysts.
- Perform basic investigation and validation of interface-related issues, including review of HL7 message logs, error queues, and order/result message delivery.
- Escalate tickets requiring deeper technical analysis to Level 2–3 Epic Analysts or Engineering, providing detailed initial findings to support efficient troubleshooting.
- Track open tickets to ensure timely follow-up and resolution, maintaining proactive communication with both clients and internal stakeholders.
- Document recurring issues, patterns, and trends to support process improvement and product stability.
- Collaborate with Epic Analysts, Implementation Managers, and Engineering to maintain smooth transitions between go-live and ongoing support.
- Support queue monitoring, reporting, and dashboarding to ensure adherence to SLAs and client satisfaction metrics.
- Contribute to internal knowledge base documentation, support workflows, and training related to Epic integration processes.
Requirements
- 2+ years of experience supporting Epic systems or healthcare interface operations.
- Foundational understanding of Epic workflows and data exchange between Epic and external systems (orders, results, and interface messaging).
- Strong customer service focus with excellent written and verbal communication skills.
- Proven ability to triage and troubleshoot issues across complex systems and escalate appropriately.
- Experience with Salesforce required for ticket management and client communication; Jira or ServiceNow experience a plus.
- Working knowledge of HL7 message review and troubleshooting.
- Highly organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment.
- Demonstrated ability to collaborate effectively across technical and non-technical teams.
Benefits
- Paid Time Off (PTO)
- Health, Dental, Vision and Life insurance
- 401k Retirement Savings Plan
- Employee Discounts
- Voluntary benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Epic systemsHL7 message reviewtroubleshootingdata exchangeinterface messagingticket management
Soft skills
customer servicewritten communicationverbal communicationtriageorganizationdetail-orientedcollaboration